bad customer service

I was hospitalised for more than two months ,then was forced to ask standard bank for a skip payment for may month,I did send in all relevant papers what was required<br> Of me,but one payment went through on the 26th of may as it was not supposed to.<br> I then phoned head office vehicle and asset finance department. Even got an email stating that my money would be refunded but til this day nothing was done still no money<br> Refunded.I'm disgusted with this kind of service. <br> If that's not all I took out a life policy for my mother about 7 months ago and standard bank tried maybe contacted her for blood tests ,but my mother said no one contacted her<br> To make any appointment for blood .so I'm asking what must I do thats paying this policy ,because when she passes ,there will be lots of stories an standard bank will <br> Be smiling and my brothers and sisters stuggling. I'm now tired of calling,because this is my 4th attempt to get the blood done.<br> My mother's new number is ***. I'm waiting.